Help Desk Specialist III

Highlight; Washington (District of Columbia); Remote; USD 60,000 - 95,000; Full time

Job summary

An innovative firm is seeking skilled Tier 3 Help Desk technicians to provide exceptional technical support for a crucial government IT service center. This remote position requires expertise in troubleshooting networked systems and applications, with a focus on customer satisfaction. Candidates will manage configurations, perform remote updates, and mentor junior staff. With a commitment to employee ownership and a culture that values diversity, this role offers an opportunity to contribute to impactful projects while enjoying a supportive work environment. Join a team that prioritizes excellence and innovation in service delivery.

Qualifications

• Minimum of 5 years' experience supporting technology infrastructure.
• Broad knowledge in IT disciplines such as computing and networking.

Responsibilities

• Serve as Tier 3 technical support for advanced troubleshooting.
• Manage networks, applications, and trouble ticket management.

Skills

Technical Support

Troubleshooting

Active Directory

ServiceNow

Windows & Mac Hardware/Software

Networking

Customer Communication

Education

5+ years IT Support Experience

Eligible for Public Trust Suitability

Tools

ServiceNow

Azure

AWS

Job description

Overview

Highlight Technologies is seeking skilled and dedicated Tier 3 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.

This position is remote, employees must be local to Washington DC area.

Responsibilities

• Serve as Tier 3 technical support for customers, responsible for advanced troubleshooting, problem-solving, and technical support of all networked systems, including applications, mobile devices, and workstations.
• Manage networks and applications, configuration control, trouble ticket management, and report development.
• Follow documented procedures to coordinate with various work centers, network engineers/system administrators, and customer organizations in daily tasks.
• Monitor and manage faults.
• Perform remote software updates and additional troubleshooting.
• Apply knowledge of county applications to resolve issues escalated from Tier 1 and Tier 2.
• Have knowledge of Windows & Mac hardware and software products for troubleshooting.
• Escalate tickets when necessary, qualifying issue complexity and assigning to proper support areas.
• Mentor and train employees.

Qualifications

• Eligible for Public Trust suitability.
• Minimum of 5 years' experience supporting technology infrastructure and virtualization technologies.
• Working knowledge of ServiceNow.
• Broad knowledge in IT disciplines such as computing, networking, Active Directory, VDI, VTC, Cloud (Azure/AWS, etc.).
• Support end-user devices, including desktop systems and peripherals.
• Knowledge of Windows & Mac hardware and software for troubleshooting.
• Thorough knowledge of desktop and business/technical support systems.
• Excellent written and verbal communication skills; customer-facing interaction required.

About Highlight

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to federal government clients. Our team understands technology and how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Highlight values an employee-first culture. In 2021, our founder, Rebecca Andino, implemented an Employee Stock Ownership Plan (ESOP), allowing employee-owners to share in the company's success. Learn more at www.esopinfo.org.

We are an Equal Opportunity Employer (EOE), committed to diversity and inclusion, fostering innovation and teamwork to deliver the best solutions.

For compensation and benefits information, contact us or email [e-mail]. Please include the Req ID in the email subject line.

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